Can Banks in Saudi Arabia Deliver the Value Consumers Crave?

Bank Customer Loyalty in Saudi Arabia

Banks in Saudi Arabia have a huge opportunity to engage customers digitally.

Banks in Saudi Arabia have a huge opportunity to develop ways to engage their retail customers on a digital basis. While 72% of KSA customers interact with their banks digitally, that group is much higher in other countries, according to Bain & Company’s survey of 152,000 bank consumers in 29 countries, including more than 1,900 customers in Saudi Arabia. We found that among all countries surveyed, KSA has one of the lowest shares of digital-first customers—those who perform more than half of their banking online or via mobile devices. These customers are significantly more loyal to their banks than traditional channel users. As with their counterparts in other countries, Saudi banks face stiff completion from tech companies that offer financial services. Already, 53% of KSA bank customers use a third-party online payment solution, and 72% said they trust at least one technology company more than banks in general. Earning customer loyalty is an important challenge for Saudi banks. Our research found that loyalty leaders grow faster than laggards.